Service Designer

This is a role rich in opportunity and challenge for a service designer who is passionate about improving the employee experience in HMRC and how we deliver HR as a service. You’ll join the team at a time of considerable transformational change.

As an experienced Service Designer with proven track record in this role, you will be confident and competent in designing services based on user needs and organisational outcomes. We are looking for someone to join a multi-disciplined team. Your role will include:

• developing a view of the future opportunities and possibilities for employee experience and HR services to meet user needs
• providing design expertise to deliver services that provide an integrated and consistent experience
• building collaboration to solve whole problems for users, regardless of departmental boundaries
• analysing failure within existing services, identifying root causes and creating recommendations to address them, particularly through policy approaches
• identifying future service propositions that solve problems for our users and government, and can drive innovation
• helping to plan user research and collaboratively analysing and synthesising the results of user research
• mapping current service journeys and creating blueprints for improved or new services
• understanding the existing support system for a service – both digital and process based – and designing targeted improvements to existing services or to accommodate new services
• mentoring and coaching within the design community
• participating in HMRC’s design profession and cross-government design and policy communities

Responsibilities

Who are we looking for?

We are using the Civil Service Success Profiles in our recruitment. This means for each role we advertise we consider what you will need to demonstrate in order to be successful. For this role, we will be using Experience, Technical (skills) and Behaviours.

Essential experience and technical skills for this role are:
• experience designing services that are delivered through integrated digital products or non-digital services – you’ll need to include links to service design portfolio/examples in your personal statement as evidence
• experience planning and running workshops with stakeholders, end users or front-line service providers
• a solid understanding of user research practice, experience in using analytics and customer insight to define/refine services and the ability to work collaboratively with user researchers to interpret research findings
• significant experience analysing and communicating user journeys and service flows
• experience prototyping and iterating products or services
• an understanding of new and emerging technologies and a basic understanding of digital delivery platforms and prototyping approaches
• experience working collaboratively and effectively with multidisciplinary teams at pace
• experience contributing to service design project planning

These areas of experience are desirable:
• working with the Service Manual or GOV.UK standards and working practices
• designing within a policy context
• designing services which improve the employee experience